Network Technical Support Analyst - Chippenham

To provide 1st and 2nd line remote technical assistance to customers as part of a based technical support team (CSC team) using systems provided by us, 3rd Parties and our customers under the direction of the CSC Network and Support Team Leader.

Shift Patterns

The shifts are (7.00am-7pm) and (7pm-7am). This is assigned once the candidate has completed basic training and goes onto the rota.

28-day rota, with 12-hour flexible shifts pattern, rotating between days and nights.

A total of 14 rostered working days within a 28-day period, with 2 weekends out of 4 being rostered off.

Main Job functions

To provide the agreed level of technical advice and support for all Mobility related issues including Hardware, In-House Software, Accessories, agreed Customer Applications, Mobile Network, MDM and RF and Wired Networks

To be the key interface between the Customer and the company when helpdesk issues arise and to deal with these in an effective professional manner.

To provide field-based support to customers in the resolution of major or critical network outages and when required to support our Technical Services Team to cover during peak workload periods or during site roll-outs

To monitor and perform technical troubleshooting and diagnosis for customer sites mainly across the UK on a range of RF infrastructure and mobile computing platform products.

To be the technical lead and coordinator in the event of a customer P1 incident and represent the company on incident cross functional customer calls along with other service providers

To provide on call support for P1 and Major Network Outages to the CSC Support Team and to provide remote technical assistance to customers as part of a phone based technical support team (CSC team) using systems provided by the company under the direction of the Helpdesk Manager and support from the Technical Services Manager.

Provide onsite support for P1 incidents from our customers to reconfigure controllers or replace AP’s fixed both above and below 2.5m in height

Key Responsibilities

To manage incident’s following agreed procedures and to accurately log, track and update company systems

To ensure incidents and issues are managed within the agreed SLA’s including oversight and adherence of incident’s passed to internal teams or third parties.

Ensuring the customer is kept fully involved and communicated with throughout the support process.

To be able to troubleshoot and remotely diagnose and where appropriate resolve or recommend appropriate resolution of all mobility related issues in a timely manner.

Helpdesk support and configuration of RF and Network infrastructure from enterprise wireless market leaders including but not exclusively Zebra (Motorola/Symbol), Cisco, Meraki

To Carry out company Software (IM2) Testing

To support the Customer Service Team with service and administration related tickets

To provide staging and warehouse support to support the business during peak periods of activity such as major roll outs.

Field Based Accountabilities:

Perform WIFI health checks

Troubleshoot Zebra/Motorola/Extreme Wireless controller settings

Setting up and configuring Zebra/Motorola/Extreme Wireless controller

Setting up and configuring Zebra/Motorola/Extreme Wireless AP

Troubleshoot Zebra/Motorola/Extreme/Cisco Wireless AP

Produce incident reports

Perform WIFI surveys

Work at height (over 2.5m)

Essential Experience

Previous experience in working within a helpdesk or technical service environment

To be a strong team player and collaborative worker

Must have good Influencing and negotiating skills when dealing with both Customers and internally with other Depts.

Computer literate & a good working knowledge of Microsoft Office.

Excellent have proven ability to understand detailed information and to analyse data

Approachable manner with the ability to be a calming influence in a high stressed situation – especially when dealing with Customers and Internal resources.

To show strong critical thinking abilities, to compile, interpret and analyse data and the present both the data and summary outcomes in a professional manner to both Customers and internal Depts.

Desirable experience

IT Post graduate, with 2 + years’ experience in Wireless and Networking support

CCNP and CWNA certification required.

Certified to work at height

Jackie Kerr Recruitment is an independent agency that has been established for 21 years.
We strive to provide the ultimate consultancy service to all our candidates. Whether you are looking for permanent or temporary work we pride ourselves in understanding our candidate’s requirement’s to ensure that we place you in your ideal role.
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The portal enables you to update your information and CV at any time, so we always have your latest employment details on record.
So please visit our website and let us help you to find your dream job!